Member Success Coordinator

About Sundae

Sundae is dedicated to assisting homeowners in obtaining the best results when selling homes needing repairs or renovations. Traditionally, homeowners in challenging selling situations had few options and lacked transparency. Sundae changes this by integrating technology, data, marketing, and operational know-how to connect motivated sellers with experienced local real estate entrepreneurs who tailor solutions to their circumstances.

The company operates a rapidly expanding membership platform that supports real estate operators with marketing, technology, systems, and assistance needed to generate more leads, convert sellers, and grow efficiently. The team combines expertise in real estate, marketing, technology, and operations to build infrastructure that helps homeowners manage complex situations while enabling entrepreneurs to scale responsibly and profitably.

Role Overview

The Member Success Coordinator is a highly organized, service-focused role responsible for guiding new members through onboarding, launch, and active engagement on the Sundae platform. Acting as a primary contact after membership signup, this role shapes the entire member journey from onboarding to renewal by coordinating activities, managing communication, ensuring accountability, and delivering a professional, attentive experience at every step.

Key Responsibilities

• Manage onboarding from contract signing through launch preparation, including timelines, milestones, checklists, and dependencies.
• Ensure members complete necessary training, technology setups, documentation, and operational readiness.
• Collaborate with Marketing, Revenue Operations, Finance, and other departments to support successful member launches.
• Track onboarding progress, identify potential risks causing delays or negative member impact.
• Coordinate communications and welcome materials to promote a positive member experience.
• Handle operational tasks including documentation, agreements, account setup, payments, and compliance.
• Maintain proactive follow-up with members on pending items and onboarding requirements.
• Support membership renewal by managing outreach, documentation, and coordination.
• Act as the primary member liaison during onboarding and ongoing interaction.
• Conduct regular check-ins to gather feedback, build relationships, and understand member needs.
• Document and escalate concerns early to avoid escalation.
• Monitor satisfaction to identify opportunities for process or experience enhancements.
• Coordinate member communications, recognize milestones, and foster engagement activities.
• Work with leadership to incorporate member feedback into operations improvements.
• Maintain current onboarding and training documentation and internal process guides.
• Recognize areas for workflow and operational improvements and implement standardized processes.
• Leverage technology, automation, and AI to enhance member support and communication.
• Contribute towards developing systems that deliver a superior member experience.

Candidate Profile

The ideal candidate brings a blend of exceptional organizational skills and a sincere commitment to member success. Comfortable managing numerous projects and stakeholders while establishing reliable relationships, they have 2 to 5 years of relevant experience in customer success, account management, project coordination, or related roles. Strong communication, detail orientation, follow-through, problem-solving, and ability to work both independently and collaboratively are essential. Familiarity with project management tools like ClickUp, Asana, Monday.com, or Trello is preferred, and experience with Salesforce and Google Workspace is a plus.

Success Milestones in First Year

• Deliver smooth, efficient onboarding ensuring members launch on schedule.
• Cultivate trusted relationships serving as a dependable contact throughout the member lifecycle.
• Proactively resolve member challenges before escalation.
• Enhance onboarding, communication, and renewal procedures supporting platform growth.
• Establish clear accountability and consistency across onboarding and engagement activities.
• Foster an experience that promotes member satisfaction, retention, and success.

Why Join Sundae?

• Join a mission-driven company improving outcomes for homeowners selling homes needing repair.
• Influence and enhance the member experience on a growing national platform.
• Work closely with leadership to impact satisfaction and retention.
• Collaborate with diverse teams across marketing, sales, operations, technology, finance, and revenue operations.
• Receive competitive pay, equity options, comprehensive benefits, and paid time off.
• Enjoy a remote work environment, with a preference for candidates near San Diego, CA.

Compensation

The position offers a base salary between $80,000 and $95,000 annually, complemented by participation in Sundae's performance bonus scheme.